OnDemand Care — Terms & Conditions

In these terms, “we”, “us” and “the Company” means On Demand Plumbing & Heating Ltd, contactable at info@ondemandplumbingandheating.com or 07538 144040. “Care Plan” means one of our OnDemand Care plans: Essential Care, Complete Care or Landlord Care. “Boiler” means the single gas boiler named in your plan schedule at the covered property. “Heating System” means the boiler, radiators, pipework, pump, motorised valves and heating controls forming the central heating system. “Start Date” means the date your plan begins as confirmed in writing. “Force Majeure” means events beyond our reasonable control, including severe weather, fuel or parts shortages, strikes and other events that prevent or delay us performing our obligations.

• Your boiler and heating system must be in reasonable working order at the Start Date.
• We may inspect the system before or shortly after acceptance (usually at your first service or sign-up health check).
• Acceptance onto a plan does not confirm the system complies with regulations or is free from defects.
• If a pre-existing fault is identified, we may require remedial work (chargeable, quoted transparently first) before cover continues, or decline or adjust cover.

• Plan payments are due monthly or annually as agreed in your plan schedule.
• If a payment remains unpaid 7 days after its due date, cover is suspended until the account is brought up to date.
• Continued non-payment may result in cancellation of the plan.
• We may charge statutory interest on overdue amounts at 8% above the Bank of England base rate.
• For landlord and business plans, unpaid amounts may be recovered directly from the property owner.

Where planned works fall outside your plan (for example a boiler upgrade), a deposit may be required for larger jobs. Any deposit is confirmed with your written quote and is non-refundable once materials are ordered, unless agreed otherwise in writing.

• Plan work relates to the heating system only, as defined above.
• Older systems can develop unrelated faults during or after work; faults beyond our workmanship guarantee are chargeable, always with a transparent price first.
• Response times are priority-based but subject to engineer availability, parts supply and external factors. Emergencies are triaged first — our line is open 24/7, Monday to Sunday.

• Please provide safe access and reasonably clear working areas for our engineers.
• We are not responsible for lifting or reinstating flooring, tiling or decorative finishes needed to access the system.
• We are not liable for minor or unavoidable disturbance caused by necessary work, unless we have been negligent.
• We may decline or pause work where there is a risk to health and safety.

• Parts we supply and fit carry a 12-month parts and labour guarantee.
• The guarantee is void where third parties have interfered with our work.
• Manufacturer warranties (including extended new-boiler warranties of up to 10 years on qualifying installations) are separate and are claimed with the manufacturer — we’ll help you do that.
• Perishable items such as washers, seals and adhesives are excluded.

Draining, flushing or descaling a system can expose pre-existing weaknesses. We are not responsible for faults arising from the system’s underlying condition — sludge, scale, corrosion or age. A power flush improves circulation but does not repair underlying faults; any further remedial work is chargeable and quoted first.

Essential Care

• Annual boiler service and safety check, with reminders handled by us.
• Written service record suitable for manufacturer warranty purposes.
• Discounted callout rate if a breakdown occurs — parts and labour for repairs are not included.

Complete Care

• Everything in Essential Care.
• Priority 24/7 emergency callouts.
• Boiler repairs with labour included free of charge; parts are chargeable, quoted transparently before fitting. Heating controls cover included.
• No excess on callouts.

Landlord Care

• Annual boiler service and safety check plus the annual Landlord Gas Safety Record (CP12).
• Boiler repairs with parts and labour included, up to any limit set out in your written plan confirmation.
• Priority response for tenant emergencies, with direct tenant liaison.
• Multi-property discounts as agreed in your plan schedule.

All plans are subject to the exclusions and limits below and to fair usage: we reserve the right to limit excessive or unreasonable callouts.

• If a covered boiler within the age set out in your written plan confirmation is deemed by us beyond economical repair, we will replace it on a like-for-like basis.
• Replacement excludes upgrades, relocation, flue or gas-supply alterations, scaffolding and decorative work.
• Where parts are obsolete or unavailable, a boiler may be deemed beyond economical repair.
• For older boilers, a discretionary loyalty discount towards a new installation may be offered.

• Plans run for a minimum term of 12 months from the Start Date.
• Plans renew automatically each year unless cancelled in writing before the renewal date.
• We may amend pricing or withdraw plans at renewal, with notice to you.

We may cancel or invalidate a plan where:

• False or misleading information was provided at sign-up;
• Payments are not maintained (see section 3);
• A pre-existing fault is identified and required remedial work is declined;
• Recommended safety repairs are declined;
• Unauthorised third parties work on the system;
• Health and safety risks prevent us working; or
• Our staff face abusive or threatening behaviour.

You may cancel at any time in writing. Cancelling mid-term may result in charges for services already provided (for example, a completed annual service) up to the value of the remaining minimum term.

OnDemand Care plans do not cover:

• Pre-existing faults or design defects;
• Damage caused by sludge, scale, corrosion or blockages;
• Consequential damage to property, furnishings or belongings;
• Damage from weather, freezing, fire, flood or other natural events;
• Decorative components, designer radiators and specialist parts;
• Gas supply pipework upstream of the meter;
• Accidental or malicious damage;
• Routine user maintenance such as re-pressurising or bleeding radiators (we’ll happily show you how);
• Below-ground or concealed pipework;
• Scaffolding or special access equipment;
• Repairs exceeding any limit set out in your written plan confirmation.

• We determine whether a component is repaired or replaced.
• Suitable equivalent parts may be used.
• Where a radiator must be replaced under a plan, a standard white radiator is supplied.
• Noise or performance changes attributable to age and normal wear are not classified as faults.

• Our total liability under a plan is capped at the amount you have paid for the plan in the current plan year.
• We are not liable for lost earnings, business interruption, loss of profit or other indirect or consequential loss.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence.

OnDemand Care is a maintenance and service agreement, not an insurance policy. On Demand Plumbing & Heating Ltd is not regulated by the Financial Conduct Authority in respect of this agreement.